Senior Manager: Ict Operations

Border Management Authority; Gauteng; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Border Management Authority seeks an ICT Operations leader to drive incident management, service delivery and asset governance across Head Office and Ports of Entry. The role oversees desk support, device provisioning and cross‑functional collaboration with IT teams to ensure service reliability.

The position requires coordinating change, continuity planning and compliance activities while reporting on performance and risks to senior management.

Responsibilities

• Manage the resolution of ICT incidents and problems, ensuring timely response, escalation and resolution to minimise service disruptions.
• Implement incident, problem and service request management processes, including documentation, tracking, root-cause analysis and reporting.
• Manage the service desk and user support functions, including service request fulfilment, knowledge management and user satisfaction.
• Oversee LAN, desktop and peripheral support at Head Office and Ports of Entry, including operational support for biometric and traveller-processing devices in coordination with the relevant technical teams.
• Monitor ICT service availability, support performance and SLA compliance; escalation significant service risks and recurring failures to the Executive Manager: ICT Operations and Infrastructure.
• Maintain accurate operational ICT asset, software licence and configuration records throughout the asset lifecycle, in coordination with Finance and relevant ICT teams.
• Coordinate operational change, release and deployment activities with infrastructure and applications teams, ensuring approvals, testing, support readiness and rollback arrangements.
• Implement operational continuity and recovery procedures, participate in recovery tests, and coordinate restoration of ICT services with infrastructure and cybersecurity teams.
• Maintain an ICT operations contract register, monitor supplier deliverables and contract expiry dates, and initiate renewal requirements through the Executive Manager and SCM.
• Implement approved ICT operational plans, maintain support procedures and conduct regular service reviews to drive continuous improvement.

Job description

The successful candidate expected to perform the following duties:

ICT Operations

• Manage the resolution of ICT incidents and problems, ensuring timely response, escalation and resolution to minimise service disruptions.
• Implement incident, problem and service request management processes, including documentation, tracking, root-cause analysis and reporting.
• Manage the service desk and user support functions, including service request fulfilment, knowledge management and user satisfaction.
• Oversee LAN, desktop and peripheral support at Head Office and Ports of Entry, including operational support for biometric and traveller-processing devices in coordination with the relevant technical teams.
• Monitor ICT service availability, support performance and SLA compliance; escalation significant service risks and recurring failures to the Executive Manager: ICT Operations and Infrastructure.
• Maintain accurate operational ICT asset, software licence and configuration records throughout the asset lifecycle, in coordination with Finance and relevant ICT teams.
• Coordinate operational change, release and deployment activities with infrastructure and applications teams, ensuring approvals, testing, support readiness and rollback arrangements.
• Implement operational continuity and recovery procedures, participate in recovery tests, and coordinate restoration of ICT services with infrastructure and cybersecurity teams.
• Maintain an ICT operations contract register, monitor supplier deliverables and contract expiry dates, and initiate renewal requirements through the Executive Manager and SCM.
• Implement approved ICT operational plans, maintain support procedures and conduct regular service reviews to drive continuous improvement.

Governance, Risk and Compliance

• Prepare ICT Operations performance, risk and compliance reports for the Executive Manager: ICT Operations and Infrastructure and relevant governance structures.
• Implement and monitor approved ICT policies, standard operating procedures and operational controls within the ICT Operations unit.
• Maintain the ICT Operations risk register, implement mitigation actions and escalated unresolved risks to the Executive Manager.
• Apply fraud prevention, asset protection and service continuity controls within the unit.
• Coordinate operational compliance activities with the ICT governance and cybersecurity functions, including access administration, endpoint controls and operational evidence.
• Provide timely evidence for internal and external audits and implement agreed corrective actions within the unit.
• Monitor and enforce operational Service Level Agreements to reduce service disruption and support business continuity.
• Ensure the unit adheres to applicable legislation, approved policies and standard operating procedures.

Stakeholder Management Support

• Build and maintain relationships with BMA business units, Port Commanders and ICT teams to align operational support with service needs.
• Implement an ICT Operations stakeholder engagement plan and agree support priorities and escalation arrangements.
• Participate in committees and task teams as delegated by the Executive Manager: ICT Operations and Infrastructure.
• Conduct service review meetings with users and suppliers and present operational findings and improvement proposals.
• Communicate planned service changes, outages, restoration progress and operational challenges to affected stakeholders through approved channels.
• Attend relevant industry forums and training to identify improvements in ICT service delivery

Financial Management

• Provide input to the ICT Operations annual budget and procurement plans, aligned to approved operational priorities and the direction of the Executive Manager: ICT Operations and Infrastructure.
• Manage and monitor the allocated ICT Operations budget within delegated authority, and report expenditure, commitments and variances.
• Ensure operational procurement and financial controls comply with applicable legislation and BMA Finance and SCM policies.
• Verify supplier service delivery and supporting records before recommending invoice approval through the authorised process.
• Identify cost efficiencies and forecast funding shortfalls; submit recommendations to the Executive Manager.

People Management

• Lead and manage the ICT Operations team, including ICT Service Management and LAN and Desktop Support, to deliver agreed service levels.
• Implement approved staffing, succession, development and retention plans for the unit in consultation with the Executive Manager and Human Resources.
• Identify skills gaps and develop operational capability through coaching, mentoring, training and knowledge transfer.
• Translate approved ICT Operations objectives into individual performance agreements and conduct timely performance reviews.
• Maintain appropriate support coverage, duty rosters and escalation arrangements for operational requirements across Ports of Entry.
• Promote employee engagement, accountability, teamwork and productivity.
• Manage poor performance, disciplinary matters and grievances in accordance with BMA policies and procedures.